Provide first response and technical support for issue resolution via email and remote sessions.
Ask appropriate fact finding questions to clearly identify and understand the client’s issue while helping to isolate potential root cause.
Escalate cases requiring advanced technical skill.
Advise customers on network related requirements
including firewalls ports & basic TCP/IP settings when appropriate.
Serve as the client’s subject matter expert for the Appspace platform and app
Identify operational issues via retrieval and evaluation of errors and logs
Problem solve and embrace technical curiosity to research issues when needed
Stay organized and document all customer interactions using company CRM (Salesforce) and related tools

Ability to work efficiently in fast-paced, high-volume, multi-tasking environments while remaining calm and poised under pressure
Experience with Cisco Digital Media suite and devices, Chrome OS/Chrome devices, BrightSign and other digital media devices desired
Experience with Windows Server 2016/2019, WebServer (IIS) or Linux environments
Working knowledge of databases such as SQL or MySQL.
Understanding of TCP/IP networking, DNS and proxies is a plus
Proficiency in Microsoft Outlook & office suite
Basic experience with graphic design and/or video editing suites is not required, but a plus
Excellent written and verbal communication
Outgoing, helpful, and passionate about providing excellent customer service
Prior experience in a technical support capacity (Support Engineer, etc.) and/or software support strongly preferred.
Bachelor’s degree or equivalent/related work experience (1-3 years)
Working knowledge of JIRA and Salesforce preferred

Technical Support Engineer

Key skills